O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,145 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,145 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Next Day
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult

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"The Reading assistant manager of O2 lost the most important memories of the 1st month of my newborns life, just to get a sale.\r\nMy husband went in as he had broken his phone and needed a new one. I met him at the shop and when talking to the assistant manager he said I could get an upgrade with a \u00a3200 cash back. I thought it sounded good but said I need to back up my phone. Whilst looking through my phone to see how to back it up properly the assistant manager put his hand out and said let me do it... I thought he wouldn't be in that position if he didn't know what he was doing... I handed him the phone and proceed to tell him I have alot of invaluable memories on there that I do not want to lose to which I was told he knows what he's doing. He said it was backed up handed me my phone and we went home to find nothing from my old phone was coming up on the new one. We went back to O2 the same day to be told I was being impatient and that I needed to leave it and let it all load up on the new phone. Extremely worried and distressed I went on to my laptop to see if my Google had been backed up with photos and videos but there was nothing. I logged on to my samsung cloud, again nothing backed up. We left it 24hrs and went back to O2. We were waiting for the same guy to have a look when another assistant took alook and saw that the phone had not been backed up properly. Finally the AM took the phone, reset and charged it, something started to happen, he was addiment that he had done it right because all the photo's from before it was last backed up by myself had started coming through. I told him these were from 2023 but again I was being told I was wrong and that I needed to let the phone do it's thing. We went home another 24hrs went by and nothing. I knew all the memories of my third trimester to the 1st month of my newborns life were gone and there was no way of getting this back. I couldn't bring myself to go back in the shop and talk to the assistant manager without getting angry or bursting into tears. I emailed O2 complaints explaining what had happened, I wasn't even looking to get anything out of it, just to make sure that this doesn't happen to ANYONE ELSE! and I've heard nothing back from them. I'm beyond heartbroken and crying all over again writing this and so so angry that they treat their customers this way! I will be going back to O2 and demanding that my contract is cancelled. I want nothing to do with them ever again."

Keeley

Jince Jose

Anonymous

Anonymous // 01/01/2019

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“I contacted O2 today to find out about a direct debit. I spoke to Sidhi who provided this information promptly. I asked Sidhi about a second phone and she was extremely patient with my frustrations at my limited understanding of how the contracts worked, and lack of knowledge on the whole. Sidhi, took time to explain clearly all parts of the contract answered all of my questions and was an exemplary customer service person. Sidhi was efficient, professional, and made my experience very easy and clear!!!”

Helpful Report

Posted 1 week ago

“I tried to switch to O2, and they told me I would only start paying once I started using the SIM card. However, the SIM card was delayed, and I only received it yesterday. On the same day, I got a message saying I needed to pay £21, even though I had never used the SIM card. I contacted O2, and they said they could give me an £8 discount, but I still had to pay the rest. I explained again that I had not even started using the SIM card. They then told me that if I wanted, I could cancel and I would not be charged anything. I cancelled the contract, but suddenly my credit score dropped because they carried out a hard credit check. Be careful and always read the terms carefully before switching providers.”

Helpful Report

Posted 1 week ago

“Complaint still ongoing after 6 months Where do I begin ? Every email says it will close the case in 28 days if nothing is heard. I had an email on 20th April promising a cheque for a compensatory amount would be sent but by an unspecified date. Needless to after 3 weeks nothing has come so I wrote again. They had the nerve to tell me to phone another department to sort it out myself. In total disbelief I sent the following email : "Yet again you have chosen to miss the point. It is not my job to contact the team you suggest directly. IT IS YOURS. I have wasted hours of my life either on the phone or by email and it has proved impossible for anyone at O2 to keep a promise or carry out any action offered in an email. DO YOUR JOB AND SORT THIS OUT." Sign up to this company at your peril.”

Helpful Report

Posted 2 weeks ago

“02 the worst company ever my phone sim got hacked amonth ago 02 have done nothing what’s so ever not took my case seriously I have sent several emails emails which have been totally ignored also phoned up several times and got absolutely no where ur put through to these call centres and they haven’t got a clue all the do is lie and fob you off I have had no phone number now for a month and nobody is helping me sort it out they even had the cheek to take a payment for this month when I haven’t had use of my phone for a month got straight onto my bank and got it refunded they won’t get another penny out of me until they sort this out if they ever do please be aware of this company”

Helpful Report

Posted 2 weeks ago

“Avoid at all costs, service was terrible I couldn't wait to get away and as they didn't listen to me saying I wanted it cancelled on the end date they charged me an extra 30 days. Using it for my work I struggled every day to get signal I couldn't wait to leave but they keep trying to tie you up. I'm now with 3 and service is amazing”

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Posted 2 weeks ago

“An hour waiting to get through to them and still nobody answered. The worst customer service!”

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Posted 3 weeks ago

“The worst network I have ever had. There's no network at my home ever, I can never depend on O2 that it will ever give me 5g network. I cannot depend on it for my work, it never provides any reliable network. In the city, at the station even at the airport (LHR) T2/T3/T4 there has been pathetic network reception. What's the use to take 5g enable phones and 5g enabled network when it doesn't work? Never ever O2, it sucks.”

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Posted 3 weeks ago

“I’m very disappointed with O2’s service quality. When I’m driving in London, my calls constantly drop, making it almost impossible to have a proper conversation. I don’t understand how they promote 4G and 5G so heavily when, in many situations, I can’t even get a basic signal—sometimes not even Edge reception. It feels like prices are going down, but the quality is getting worse. Overall, the service is unreliable, and it’s frustrating that this level of performance is still on the market.”

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Posted 1 month ago

“Now with huge price rises every year. Standard service until you cancel and then it's "screw you". Information is deliberately vague which is misleading to those with learning needs (we don't cater for that). Passing security after cancelling your contract (years of loyalty) - nope, can't do it in the website, it'll loop you repeatedly to the same bot and you can't speak to an agent whatever you do. Two hours later on the app - yeah, we'll charge you full price for another 30 days even though you're not using it, just because we legally can, even with all the issues you've had. We're sorry about that, but not sorry enough to answer straight away even though you're disabled and in pain because we're handling multiple calls at the same time, so it took another 30 minutes to get an answer. We've raised this as a complaint for you. Their answer came as a bot stock reply that didn't even fit the circumstances. O2 will never have my custom again. They can go...”

Helpful Report

Posted 1 month ago

“O2 send my phone voice message ( network provider voice message) I try delete the message there is no option and I call o2 several times explain everything they can’t also delete the messages big company they don’t know technical problems so o2 can’t do. Bad reception in London many areas so o2 can’t do.”

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Posted 1 month ago

“Worst ever. Not to mention that every time i upgrade to another contract, i need to call several times until that contract becomes up and running. But this time i have been transfered to several departaments and, in the end, the issue is stil unresolved. I think of leaving 02 after this experience.”

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Posted 1 month ago

“I am very disappointed with my experience with O2. I became a victim of fraud and reported the issue immediately as soon as I noticed it. I provided all the necessary details and expected O2 to take the matter seriously and investigate properly. Unfortunately, O2 did not handle my case well. They failed to provide proper support, did not take effective action, and did not show responsibility in dealing with a serious fraud situation. As a customer, I trusted O2 to protect and support me, especially in such a serious issue. Instead, I felt ignored and let down. The response from their side was unhelpful and unsatisfactory. This experience has caused me financial stress and frustration. I believe O2 should improve how they handle fraud cases and treat customer complaints more seriously. I am still expecting a fair resolution and proper investigation into my case.”

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Posted 1 month ago

“Is o2 finished as good company now since they merged with virgin media i will be leaving o2 when my contract finishes need to look else where now such shame see o2 go down the drain”

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Posted 1 month ago

“1 star to many,cannot log in to my account,ever since o2 joined with virgin the log in process is ni on impossible,call centre staff are as much use as a chocolate fireguard”

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Posted 1 month ago

“My wife and I spent over 10 hours trying to resolve an issue caused internally at O2 by a "glitch". Customer is based in India and each operator had a different idea on solving the issue. Each time the problem was made worse. Ultimately they blocked the esimm so we had a non functioning phone. We switched to EE. The change was made in minutes. The customer service at EE was very much better.”

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Posted 2 months ago

“Been a loyal client for many years. Switched couple of weeks ago to EE because price kept going up. Had the misfortune to have to deal with 02 andj their so called customer service and I am relieved to see most people find it is quite dreadful. I wondered if it was just me! Totally clueless and can only read from a script. Almost farcically bad.”

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Posted 2 months ago

“Signal strength is generally OK, but my SIM only deal is going up by £2.50, to £12, and it is already £4.50 more than Lebara for the equivalent deal. Disappointing that they won't offer a deal for a loyal customer. Asked politely and was offered £16 deal!!”

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Posted 2 months ago

“o2 lost my device 8 months ago and still charge me every month and I have no phone. I have reported this to them, have proof that they lost the item and have spoken to a manager in the Arndale, Manchester branch who has been unable to escalate it to anyone who can help. To be charged £65 per month for an iPhone I do not have is one thing...but to not be able to get anyone at the company to deal with a customer is utterly disgusting, if not borderline scam like behaviour. As someone who has followed every possible procedure to try and get a resolution to this, I am forced to write shocking reviews to attempt to get a human to actually respond and resolve this joke of a situation.”

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Posted 2 months ago

“Negative star if possible. Been years with o2 and just couple of weeks network goes really rubbish. Then spoke with Mandy (customer service) rubbish attitude as well. I you fed up on what you doing please leave. Absolutely disgusting.”

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Posted 2 months ago

“After my sim card was deactivated on 17th of March by Mr. Rondik Roldan from (O2 customer service), without warning and with a disgusting attitude on the phone, I had to immediately go to the nearest O2 brand and explain the whole situation to the service advisor Bonney (Wood Green). He was extremely kind to help me and replace a new sim card in my phone. I was under a lot of stress because I had no contact with anyone and neither my relatives had access to me. Thank you Bonney for the quick response and professional attitude. Anyway O2 still needs to improve its coverage and performance.”

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Posted 2 months ago

O2 is rated 1.4 based on 1,145 reviews